Director of Hospitality

About This Role

Own and operationalize the Silver Air feeling across every flight, creating consistent, premium moments for clients. Design, coordinate, and measure the complete flight experience from pre-flight to post-flight follow-up, ensuring excellence at every touchpoint.

Responsibilities

• Review all flights (on-fleet and partner operators) and assign appropriate experience plans
• Coordinate with Retail Sales, Flight Operations, Cabin Crew, and Scheduling teams to execute seamlessly
• Build and maintain a tiered touchpoint system (Basic / Elevated / Signature)
• Standardize first-touch expectations: greeting protocols, tone, posture, timing, and warmth
• Deliver training modules focused on hospitality behaviors and brand presence
• Conduct regular refreshers on "high-consequence moments" and expectations
• Maintain detailed preference profiles and special-occasion triggers
• Ensure crews receive concise, actionable client context before every flight
• Own experience-related escalations with speed and professionalism
• Resolve issues decisively and follow up to close the loop

Requirements

• 2+ years luxury hospitality experience (palace or 5-star hotel)
• Strong leadership and team management skills
• Trip coordination and workflow management experience
• Ability to design and deliver training programs
• Exceptional verbal and written communication skills
• Adaptability and flexibility for a fast-paced environment
• Impeccable personal presentation and professionalism
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Teams)
• Familiarity with monday.com for project management

Qualifications

• Formal hospitality management school certification or equivalent
• Minimum of 2 years’ experience working in a palace or 5-star luxury hotel, or strong leadership, operational, and training experience from private aviation or luxury hospitality.

Nice to Have

• Familiarity with corporate aviation standards
• Familiarity with FlightSafety standards and Part 135 regulations
• Familiarity with aviation operations
• Exposure to FBO or charter ecosystem
• Experience with high-net-worth or ultra-high-net-worth clientele

Skills

* Required skills

Benefits